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The Value of a PEO Liaison: Minding the HR Service Gap

Introduction

PEOs (Professional Employer Organizations) have been around for decades.  A recent estimate suggests that PEOs provide payroll, benefits, and employment-related compliance services to between 150,000 and 200,000 small-to-midsize companies, employing between 2.7 to 3.5 million people in the U.S. By providing human resources outsourcing, lower-cost benefits, and workers’ compensation insurance by pooling employees in large groups – while still giving business owners control of day-to-day management, a PEO is an obvious choice for many. Still, whether you’re a CFO, COO, or an HR Leader, relying entirely on a PEO to support your spectrum of HR needs can sometimes fall a bit short. Spending time chasing down a representative, finding out that your request doesn’t quite align with your service package, or having to relearn and make your way back into the PEO platform yourself isn’t likely the best use of your time, especially when you are focused on growing the business.

The Service Gap

Without naming names, we’re hearing in the network of conversation that customer service is slipping. We refer to this as a ‘service gap.’ PEOs often handle many employers and employees, leading to a somewhat impersonal customer service experience. Queries may get passed around, and there may not be a dedicated representative to address specific needs. Clients may find it difficult to reach their PEO service representative directly, even if one has been assigned. Being stuck on hold and listening to automated messages can be frustrating and not the best use of your time. Finally, and maybe most importantly, many PEO packages are not designed to include proactive identification, guidance, and prevention of potential HR challenges and issues. It’s simply not in their service scope and often not in their wheelhouse.

The PEO Liaison Role

That’s where Centri’s PEO Liaison service can help. Our HR experts seamlessly enter the mix and become an extension of your PEO – minding the gap for you. Our PEO Liaisons are very familiar with most of today’s PEO platforms and have a great track record of working hand-in-glove with these PEOs and their client representatives. There is no need to chase representatives around or to relearn how to access and navigate the platform. We’ll do it for you or ensure that it is handled expeditiously by the PEO. A simple email or phone call to your Centri PEO Liaison is all it takes for some peace of mind.

How Centri Can Help

At Centri, our HR Advisory professionals are well-equipped to serve as a valuable resource, assisting you in smoothing out your PEO’s performance. Whether you need to create new hire records in the system, change the status of employees, prepare for a termination, push through an I-9 verification, manage PTO, interpret an HR policy, or access HR templates, Centri has you covered.

In addition, Centri’s PEO Liaison offering can provide senior-level HR strategic and programming advice for situations that call for moving beyond employment-related administrative or transactional work. Our goal is to help you scale your business with a deliberate focus on your human capital. For more information, please contact us to learn how our PEO Liaison service offering can help your company.

Michael Warech

Managing Director | Human Resources Advisory Practice Leader | Ph.D.

Michael is a Managing Director at Centri Business Consulting and is the leader of the firm’s Human Resources Advisory Practice. He has more than 30 years of experience designing, developing, and implementing data-driven human capital solutions that demonstrably impact an organization’s bottom line. View Michael Warech's Full Bio